SAP
SAP NS2 Client Delivery Manager
SAP, Newtown Square, Pennsylvania, United States,
We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.SAP NS2 Client Delivery ManagerCOMPANY DESCRIPTIONSAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets, and information of Americans.This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.The Client Delivery Manager (CDM) serves as the primary point of contact for SAP NS2 Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition, and Cloud Application Services (CAS).
The CDM drives end-to-end customer engagement from contract signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.
The Client Delivery Manager is expected to maintain customer satisfaction through proactive planning, issue mitigation, and escalation management, to build strong relationships with key customer stakeholders and help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.Key tasks comprise the following:Engagement Management:Conducts regular / quarterly business review meetings with the customer to discuss the service quality.Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review).Proposes and discusses improvement potential.Conducts proactive service and business planning meetings to understand customer business needs.Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization.Delivery Management:Orchestrates onboarding/transition projects.Manages overall service/project delivery according to planned scope, budget, and milestones.Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.Supports delivery/operations teams to perform and drive root cause analysis to completion.De-escalates critical customer situations.Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable.Supports the preparation of proposals, solution assessments, and service scoping exercises.Ensures feedback loop into development/operations unit.Plans and manages customer release and maintenance activities (establish a customer IT calendar).Develops & implements quality plans for the customer.Ensures service plan execution for Enhanced Managed Services and Cloud Application Services.Creates and delivers monthly service reporting.Account Management:Identify upsell opportunities.Collaborates with sales to ensure upsell and renewal.Enable & ensures customer satisfaction surveys.Drive & reviews SLA service credit cases.General overview of commercial responsibility (SLA credit vs. profit).Supports commercial change requests.General overview of sizing / pricing of upcoming change requests.Runs Cloud Application Services operating profit reviews.Liaises with different SAP NS2 stakeholders involved in the accounts.Experience Requirements:Minimum 4 years of professional experience.Excellent customer focus / Networking / Relationship Building.Results-driven / Self-organized / Decision making.Problem Solving and Adaptability.Knowledge of one or more functional business processes (Logistic, Finance, etc.).Project Management Fundamentals.Familiarity with cloud services (AWS, Azure, GCP) and concepts (IaaS, PaaS, SaaS, and Cloud Storage).Account Management experience working with revenue-generating accounts.Experience in escalation handling and procedures.Education Requirements:Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience.Desired Professional Training & Certification:ITIL knowledge and skills are beneficial (Foundation Level).Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.SAP NS2 Client Delivery ManagerCOMPANY DESCRIPTIONSAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets, and information of Americans.This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.The Client Delivery Manager (CDM) serves as the primary point of contact for SAP NS2 Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition, and Cloud Application Services (CAS).
The CDM drives end-to-end customer engagement from contract signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.
The Client Delivery Manager is expected to maintain customer satisfaction through proactive planning, issue mitigation, and escalation management, to build strong relationships with key customer stakeholders and help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.Key tasks comprise the following:Engagement Management:Conducts regular / quarterly business review meetings with the customer to discuss the service quality.Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review).Proposes and discusses improvement potential.Conducts proactive service and business planning meetings to understand customer business needs.Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization.Delivery Management:Orchestrates onboarding/transition projects.Manages overall service/project delivery according to planned scope, budget, and milestones.Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.Supports delivery/operations teams to perform and drive root cause analysis to completion.De-escalates critical customer situations.Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable.Supports the preparation of proposals, solution assessments, and service scoping exercises.Ensures feedback loop into development/operations unit.Plans and manages customer release and maintenance activities (establish a customer IT calendar).Develops & implements quality plans for the customer.Ensures service plan execution for Enhanced Managed Services and Cloud Application Services.Creates and delivers monthly service reporting.Account Management:Identify upsell opportunities.Collaborates with sales to ensure upsell and renewal.Enable & ensures customer satisfaction surveys.Drive & reviews SLA service credit cases.General overview of commercial responsibility (SLA credit vs. profit).Supports commercial change requests.General overview of sizing / pricing of upcoming change requests.Runs Cloud Application Services operating profit reviews.Liaises with different SAP NS2 stakeholders involved in the accounts.Experience Requirements:Minimum 4 years of professional experience.Excellent customer focus / Networking / Relationship Building.Results-driven / Self-organized / Decision making.Problem Solving and Adaptability.Knowledge of one or more functional business processes (Logistic, Finance, etc.).Project Management Fundamentals.Familiarity with cloud services (AWS, Azure, GCP) and concepts (IaaS, PaaS, SaaS, and Cloud Storage).Account Management experience working with revenue-generating accounts.Experience in escalation handling and procedures.Education Requirements:Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience.Desired Professional Training & Certification:ITIL knowledge and skills are beneficial (Foundation Level).Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
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